Executive Summary

Companies have made customer experience (CX) a priority but haven’t yet figured out how to nail the right level of leadership. As a result, customer experiences are suffering. Getting CX leadership right will create experiences that add to the bottom line.

3 KEY QUESTIONS THIS REPORT WILL ANSWER

1. What challenges are chief customer officers/CX leaders facing today?
2. What are the important factors to consider when developing a CX leadership strategy?
3. How do you incorporate a CX leader into the organization?

WHAT’S IN THIS REPORT? This report provides a guide for executives on the hunt for CX leaders and explains how leaders themselves can chart a path to success for their team and company.

KEY STAT: Only 16.5% of companies have a dedicated team that owns the CX experience, per a March 2022 UserTesting report. The lack of ownership and definition around the CX role leads to worse customer experiences and makes proving its worth difficult.